The Aged Care Complaints Commissioner Annual Report 1 July 2015 – 30 June 2016 is the first annual report since the transition from the former Aged Care Complaints Scheme and Aged Care Commissioner to the Aged Care Complaints Commissioner on 1 January 2016.

The report describes the types and numbers of complaints seen and how these are dealt with.

Highlights of the report include:

  • 2,153 formal complaints were received.
  • Family members or representatives of people receiving care accounted for 1,272 (59 per cent) of complaints and 347 (16 per cent) were from care recipients. The remaining 534 (25 per cent) were from anonymous complainants, other interested people (such as a friend of the care recipient) and referrals from other agencies.
  • Compared to the corresponding six month period in 2015, the number of complaints has increased by 11 per cent (from 1,938 to 2,153).
  • Most complaints, 1,746 (81 per cent), were about residential aged care, 276 (13 per cent) were about home care packages, 114 (five per cent) were about Commonwealth Home Support Programme and 17 (one per cent) were about flexible and community care services.
  • Complaints about home care packages and the Commonwealth Home Support Programme accounted for 18 per cent of all complaints in 2016. This compares to 12 per cent in the corresponding period in 2015.
  • The most common issues complained about for residential care related to clinical care (267), the administration of medication (200), continence management (178) and the choice and dignity of the person receiving care (163).
  • For home care services, the most commonly complained about issues related to fees (94) and other financial concerns (55) and communication between the service and person receiving care (66). Commonwealth Home Support Programme complaint issues were very similar, with fees (14), lack of communication (13) and other financial concerns (eight) being the most common.
  • The most common complaint issues for flexible care services were about the conduct or behaviour of service staff (four), infections and infection control (three) and lack of training, skills and adequate qualifications of the staff (three).

To read the Aged Care Complaints Commissioner Annual Report 1 July 2015 to 30 June 2016 click here.